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Activate an alert rule to automatically create a proactive case from an alert

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Activate an alert rule to automatically create a proactive case from an alert

Configure an alert rule to automatically create a proactive case when an incident is created from an alert that has one or more affected install base items.

Before you begin

Ensure that the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops) is installed.
Note: Proactive Customer Service Operations is only available for customers who are licensed for the Customer Service Management application and the Event Management application.

Role required: evt_mgmt_admin

Procedure

  1. Navigate to Event Management > Rules > Alert Management.
  2. Click Create Proactive Case.
  3. Select the Active check box.
  4. Click Update.
    When an incident is created from an alert that contains affected install base items, a case is automatically created. The case number is added to the Case field on the Alert form.
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